My husband and I were travelling from Spain to Chester for 8 days. We booked a room at Comfort Inn. When our booking was confirmed we emailed the hotel directly stating that as I was disabled, I would need a room with easy access and a room with a "walk in" shower, that is not over the bath. We received a reply very quickly telling us that a ground floor room with a walk in shower had been reserved for us.

We arrived at the hotel at 6pm on Sunday 25th May and my husband went to check in. The receptionist on duty offered to show my husband our room. When he saw the room, he saw that the shower was over the bath. He explained the situation to the receptionist and referred to the emails which had been exchanged about the requirements for our room. She denied all knowledge of these emails and in fact told my husband that the hotel did not have any rooms with walk in showers.

She then said that there was a disabled room. My husband went to look at it and... more